Medallia Customer Experience Reviews & Product Details

What I like best about Medallia Customer Experience is its ability to consolidate customer feedback from multiple channels and turn it into actionable insights. It helps identify recurring customer concerns, monitor satisfaction trends, and pinpoint areas for improvement. I also appreciate its reporting and analytics capabilities, which make it easier to prioritize issues, support data-driven decisions, and improve the overall customer experience. Review collected by and hosted on G2.com.

What I dislike about Medallia Customer Experience is that its interface and reporting features can sometimes feel complex, especially when navigating large volumes of customer feedback or customizing reports. Extracting specific insights may require extra steps, and the learning curve can slow down workflows for new users. I would also like to see more intuitive dashboards and faster access to actionable insights to make day-to-day analysis more efficient. Review collected by and hosted on G2.com.

What I like most about Medallia Customer Experience is the interface and the way it helps me visualize the guest experience from multiple angles. It makes my work much easier by turning a large volume of survey responses into clear, digestible, and actionable insights.

I also appreciate that Medallia is constantly innovating, which adds real value to the platform over time. On top of that, the professional support network around Medallia feels broad, strong, and genuinely helpful, creating opportunities to learn from other CX professionals, exchange best practices, and gain fresh perspectives across different industries. Review collected by and hosted on G2.com.

I believe Medallia Customer Experience still has some areas of opportunity, particularly around how user interactions are managed within the interface. There are several “quality of life” improvements that would be very beneficial, such as automatic saving for action plans, among other small usability enhancements.

I would also recommend improving the data search functionality, as it can become tedious when you’re trying to review or sample more than five data points at a time.

Additionally, technical changes can sometimes take a considerable amount of time to implement. Launching a new survey or program may depend heavily on the resources available, which can create challenges in highly dynamic environments or during periods of frequent change.

That said, this isn’t necessarily unique to Medallia; it’s very similar to what happens with other competitors in the industry. For anyone already familiar with VoC models and platforms, this likely won’t come as a major surprise. Review collected by and hosted on G2.com.

Medallia is great for capturing real-time customer feedback across multiple touchpoints, giving a unified view of the customer journey.

Its AI-driven insights help quickly identify trends and prioritize actions that improve customer experience.

The platform also enables closed-loop feedback, so organizations can act on insights and drive measurable business outcomes. Review collected by and hosted on G2.com.

Medallia can be complex to implement and customize, often requiring significant time and resources.

The user interface may feel overwhelming, especially for new users navigating large volumes of data.

It can also be expensive, which may be a challenge for smaller organizations with limited budgets. Review collected by and hosted on G2.com.

I like being able to quantify qualitative feedback and organise it into trackable topics, so I can clearly see how performance and sentiment change over time. Support has been easy to reach and also proactive in sorting out problems for us. I also appreciate that the UX/UI is intuitive, but we have a long way to go for re-designing personal dashboards to make them even better with updated capabilities. Review collected by and hosted on G2.com.

I dislike that I can’t design a dashboard myself. It would be helpful to see what features are available, integrate them, and play around with them internally before making any official changes. I’d also like to understand what ways of displaying data are currently supported, and have the ability to drag and drop charts, graphs, and similar elements to build the dashboard the way I need. Review collected by and hosted on G2.com.

I love Medallia is very friendly and complete. You can integrat al your journey, and surveys in different stages. The customer support and users group is some ot the best things in Medallia. Review collected by and hosted on G2.com.

Some dashboards are limited. I will love have more optiones. Review collected by and hosted on G2.com.

Their ability to listen to their customers and bring their vision to life. Review collected by and hosted on G2.com.

Compared to other platforms, Medallia isn’t heavily focused on ITSM integrations yet. Being worked on but still not there. Review collected by and hosted on G2.com.

Medallia are the thought leaders in the industry, bringing new ideas and innovations and advancements in AI for example. They work with leading organisations and have a great client facing customer success team Review collected by and hosted on G2.com.

The delay between the shiny new features and the actual implementation can take some time Review collected by and hosted on G2.com.

What I like the most is the attention from the Medallia Customer Experience team, always very attentive, proactive, with a very good attitude and availability to assist me. It has been very satisfying to work with Medallia Customer Experience since 2017, and it has helped us to understand the customer experience very well, turning all that information into qualitative, quantitative insights and cross-referenced with operational indicators. Additionally, we can share these insights with the main decision-making areas, which is very valuable. Review collected by and hosted on G2.com.

What could definitely be improved is the communication between the support team area and us, the customers, because we are not always so up-to-date on best practices, what's new in the market, and the topics we already have need to be updated, so we can definitely improve those aspects. Review collected by and hosted on G2.com.

I appreciate how Medallia Customer Experience helps us gather valuable insights from our customers through their scores on relationship drivers, strategic drivers, and NPS metrics. The comments we receive allow us to understand how customers feel and identify areas for improvement. I like how they took our last feedback and implemented it, and I particularly enjoyed our breakout sessions. Review collected by and hosted on G2.com.

They mentioned implementing more on text analytics, this would be a great improvement once I’m able to use it. More on helping us summarize feedback, sentiments, and close loop response generation. Review collected by and hosted on G2.com.

I really like the ability of Medallia Customer Experience to filter and easily find feedback for certain journeys. Having a dashboard per journey surveyed and being able to filter on date and domain is incredibly useful for understanding our customers' digital journeys. Review collected by and hosted on G2.com.

We have faced challenges with abandoned survey setup. I'm unsure of the best trigger to use for some journeys, and I'm concerned about bombarding customers. The initial setup wasn't that easy, and some of the UX experience with setup took a while to get used to. Review collected by and hosted on G2.com.